sundance-communications.com/forum Forums TDM Business Telephone Systems NEC Telephones & Systems DSX 160 Intramail

I have a customer with a DSX 160 running version 2.11 with the Intramail 8x16 card. The system was installed in November of '07 and from the get-go had DTMF recognition problems. All calls are answered by the AA. We upped the receive gain which helped with cell phones getting routed, but did NOT help that callers were consistently routed to the WRONG extensions. When this got unbearable, we replaced the Intramail card temporarily with a 4x8 card while waiting for the warranty replacement.

Now after that background, the questions is: As we are getting ready to replace the Intramail with the 8x16, we get an email from the customer that they are receiving complaints from callers that when they call in "the recording just keeps playing over and over and they do not have an option to enter extensions. They had to hang up and call the number several time before they could get thru to any extension."

First of all, day or night, time-out is set to an operator ring group. Never does it time-out back to itself. Of course, I cannot reproduce the problem. In testing, it works correctly. Has anyone heard of this or had any experience with such a thing? God forbid we go back in with the third card and have additional problems. This customer is peaved and frustrated as it is.

Any insight is greatly appreciated.

The Intramail card is just a "license" and storage. I would look into the processor, that is where all of pieces come together.

Agree,seems like CPU may have a DTMF issue.

Thanks for jogging my brain a little there. I suppose it's time to call support once more.

As ttech said, the IntraMail card is for prompts, greetings, messages, and licensing, so it is not the problem.

I also don't think it's the CPU card, since if the DSP (that performs the DTMF reception) was bad, nothing else would work.

The only hardware issue you can have with DTMF is the COIU card. Since you have already adjusted the gain, please also check your loop length settings. If the return loss is poor, too much of the greeting will echo back to the DTMF receiver and prevent detection.

I'll try to get a technician to come with me to check these settings, but what about the looping of the main greeting which should have nothing to do with DTMF? Nowhere in the dial actions is a loop back to the main greeting programmed.

Could be in COIU, or maybe Its just on one particular CO line from the provider.

You say it goes through sometime.

Your looping of main greeting could be because the give path is distorting the DTMF,so no dial action can be preformed.

Is there a practical means of checking return loss?

I have had similar DTMF problems on DS2000. It is intermitant, could not reproduce with my cell phone. Replaced the ATRU trunk card 3 times, loaded latest software in both system and vm. I still get calls from customer of occaisional DTMF issues through Auto Attendant. I have adjusted loop length, and trunk gain.

Tech support offered suggestion that the occaisional caller may be using a cell phone while driving and excessive background noise could be offsetting the DTMF tones being sent. I don't know. I would love it if someone would come up with something I could hang my hat on.

As far as the Auto Attendant greeting looping back to replay... I found that if I inadvertantly set my Time-Out with UTRF (instead of GOTO) to another Call-Routing box, the AA will simply replay the original greeting. (I may have that scenario backward... i.e., GOTO station or ring group instead of UTRF).

I always set it up UTRF to station, GOTO for menus. Never had this problem. I did just get a juicy bit of information of which I was not aware that throws all sorts of wrenches into the equation. They are using a channel bank through an Adtran and have a history of line quality issues. We're going on the supposition that when issues start up again after replacing the card this last time, we'll have to start hunting down where the problems arise in the lines. Because it's intermittant, hopefully we can trace it back to one line... but who really knows at this point.

Thanks all for your assistance and I'll make sure to let you know the outcome.